October 18, 2019

Net Promoter Score (or NPS) is a feature that will help you gauge the customer satisfaction level. It’s a great way to get feedback if your strategy includes messenger sales and marketing.

In this article, you will learn:

How to set up NPS

Note: This feature is available on Advanced and Enterprise plans and you need to connect at least one messenger to use the NPS.

NPS bot is usually turned on by default - you can see its button in your chats.


If you don’t have that button, go to Chats > Chat tools > Settings and switch the Asses NPS toggle on. Here you can also edit your bot to fit your needs. Don’t worry that you mess up the bot, you can restore it to the original version by hitting the ‘restore default settings’.



How to use NPS

Once you turn on the NPS bot, you will see a “send NPS” button inside the chat.

When launched, NPS bot will ask your client to assess the quality of the service on a scale from 1 to 10.

By default, bot marks conversations closed:

  • once bot receives an answer, or
  • If bot does not receive an answer within 24 hours.

But you can easily change that here:


Bot will also notify the lead's responsible user if you get a score of 6 or below. You can change this on the ‘Condition’ step of the NPS bot.


The Dashboard section has a widget that will show you the average NPS score, as well as the numbers of top scores, middle scores and low scores within the selected time period. To learn more, visit our Dashboard-Advanced article

Need more help in setting up or troubleshooting? Contact us by sending an email to or write to us on Facebook.

Not a user yet? Visit our tour page or contact us for a demo.

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